Click and Collect
Which stores offer Click and Collect services?
All our stores offer a 1 hour click & collect service.
How do I place an order online for Click and Collect?
Just simply add the products you require to your basket, proceed to the checkout and either log in as a returning customer or if you haven't shopped online with us before you will need to sign up. After this point you can select the store you wish to collect from, proceed through the checkout and we'll do the rest.
A selection of products on our site are only available for collection in store, and cannot be selected for home delivery, for example, frozen food items, live reptile food and some bulky items. Any items that are only available for collection in store are clearly flagged as being a "Store Only" item. Once at the checkout stage, if any of these items have been added to your basket you will only have the option to collect from your local store. Any products that you require for home delivery will need to be processed as a separate order.
What happens after I've placed my order?
You will receive an email from Pets & Friends to confirm your click and collect order, please keep this safe as you will need to show this when collecting your order in store. A member of the team from your chosen click and collect store will give you a call shortly after the order is placed, they will be able to confirm a date of when your click and collect order should be ready to collect.
When can I collect my click and collect order?
We will process your click and collect order as soon as possible, we aim to have all click and collect orders ready to collect within 1 hour. Please note not all of our stores stock every product line so there may be a slight delay in your order being ready, we will aim to inform you of any delays to your click and collect order as soon as possible.
For click & collect availability please see individual products, they will specify if the product isn't stocked in store and to please allow up to 4 working days before it is available for collection.
Please do not attempt to collect your order until you have received an email or call from us to let you know that all the products you require are available and ready to collect in store.
How will I know when my order is ready for collection?
You will receive an email and telephone call when we have fulfilled & invoiced your order and it is ready to be collected from your chosen Pets & Friends store, we will hold your items in store for 7 working days before issuing you with a refund. If someone is collecting on your behalf please let the store know in advance - they will need to bring along a copy of your order confirmation email either printed or displayed on their smart phone, they must also be able to confirm the billing address which has been used for your order.
What do I need to bring anything with me to collect my order?
To ensure that we can release your order, we simply ask that you bring either a copy of your order confirmation email either printed or displayed on your smart phone, you must also be able to confirm the billing address which has been used for your order.
Can someone else collect my order for me?
Yes, this won't be a problem as long as the nominated person who is collecting your order can bring either a copy of your order confirmation email either printed or displayed on their smart phone, as well as being able to confirm the billing address which has been used for your order.
Help! I have ordered the wrong product(s) with Click and Collect, what should I do?
Please call the store you have chosen to collect from as soon as possible, our team in store will work to rectify any errors and ensure that the correct product(s) are ordered for you. Please note any changes to your order may cause a delay in the order being ready for collection.
I want to return my purchase for a refund, what should I do?
If you are not 100% happy with your purchase from Pets & Friends, you can return it to the store you collected it from within 30 days of your order being collected. All goods must be returned unused, as new, in a saleable condition with the original packaging. Goods must be accompanied by a valid delivery despatch note. We reserve the right to refuse a refund if the item has not been returned to us in a sell-able condition.
You will be refunded the original price paid for the goods in question.
I want to exchange my purchase for an alternative item, what should I do?
We understand that sometimes the product you have ordered might not be 100% right, whether it’s not the right size, style or colour for example. If you would like to exchange your item just get in touch with your local Pets & Friends store and we will sort the rest!